Cisco Unified Contact Center Express Features Guide, Release 12.0(1)
Bias-Free Language
The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
Cisco Context
Service is a cloud-based, omnichannel solution. Context Service captures
customer interaction history and provides flexible storage of the customer
interaction data across all channels (including voice, chat, email, and
Internet of Things).
Context Service
provides an out-of-the-box integration with Unified Contact Center
Express. You do not
need to install any additional components. With Context Service integrated with
your contact center, agents can access a customer's previous interactions with
your organization. Context Service provides this information to your agents
through the Customer Context gadget in the Cisco Finesse desktop.
Context Service
provides a flexible data store for storing customer interaction data. You can
define what data you want to store and how to store it. Cisco hosts and manages
the service, eliminating the need for your organization to deploy and manage
servers. Your organization owns the data, even though it's stored in the cloud.
Your organization controls access to sensitive data. Cisco partners cannot
access protected data unless you grant them access.
The following
contact center components integrate with Context Service:
Cisco Finesse—This
enables an agent to view and update the POD or Activity for the tasks that they
handle in a gadget.
Fusion Management Connector - This is the service that
allows registration with Context Service. This runs on the primary node in the
cluster.
Finesse Auth - This service is used by the Context
Service gadget.
Cisco SocialMiner—This
creates the POD or Activity for every chat or email injected into Unified CCX.
Unified CCX Engine
Service—This creates the POD or Activity for all the Unified CCX handled
voice calls. The Unified CCX call scripts must have the Context Service steps.
Design
Considerations
This section details the
design considerations that are required to be considered while integrating the
Context Service feature with the Unified Contact Center Express solution. This
will inform us of the complete task flow that is involved in the integration,
configuration, onboarding, enabling, and using of the feature with the contact
center solution.
Figure 1. Integration of Context Service with Unified CCX
Omnichannel
Customer Journey
The omnichannel
customer journey captures and displays a customer's complete interaction
history.
A customer
purchases a motorcycle from a company (Cumulus Motorcyle). The customer now has
a problem with the motorcycle, so he needs to schedule an appointment with
Cumulus Motorcycle for repair. He browses the Cumulus web site to locate the
nearest service center and chats with a Cumulus agent to determine if the
service center that he selected is open on Sundays. In the chat, he tells the
agent that he will call when he is ready to schedule an appointment.
The customer
calls to schedule a service appointment. The Unified CCX detects his call and
sends his call to a Cumulus Motorcycle agent who is context aware. The customer
agrees on a date for service. The agent confirms the appointment, and sends the
appointment details to the customer. The customer brings his motorcycle into
Cumulus Motorcycle for the scheduled service appointment, then picks up his
repaired motorcycle.
Table 1. Components
that enable the omnichannel customer journey
Activity
Components
The
motorcycle dashboard indicates an error, and instructs the customer to contact
Cumulus Motorcycle Customer Service immediately.
The
motorcycle sends diagnostic metadata to the Cumulus data center which is
connected to Context Service. Cumulus Context Service account.
The
customer browses the Cumulus website to locate the nearest service center. He
clicks the
Schedule Service Appointment link to view the
Cumulus Service Centers located near him. He views the nearest Cumulus Service
Center and clicks the link to chat with a Cumulus agent.
SocialMiner
Finesse
The
Cumulus backend server sends the IoT event data and creates an activity to show
the current breadcrumbs in Context Service.
The
customer calls to schedule a service appointment.
Unified
CCX
Finesse
Other
components
The
customer receives the appointment details.
SocialMiner (Email)
The
customer picks up his repaired motorcycle.
Task Flow to
Enable Context Service
To enable Context
Service in your contact center solution, follow this task flow:
Two of the most common used Context Service use cases are bundled in the IVR script repository. Some of the most useful use
cases from Context Service such as Last Agent routing, Priority customer identification, Route based on previous call outcome,
Tag call for follow up and run outbound campaign on all tagged calls.
Context Service Setup
Context Service
Prerequisites
Before setting up Context Service, install and configure your contact center solution and any components you are integrating
with Context Service (Cisco Finesse and SocialMiner
).
Enable Context
Service for Your Organization
Context Service enables you to store and access customer interaction data in the cloud, creating a flexible and seamless omnichannel
customer journey experience. To use Context Service:
Work with your Cisco account partner to enable Context Service for your organization.
Register Context Service for your organization to use with your contact center application.
Connect your contact center application to Context Service.
Note
You need Java Runtime Environment (JRE) version to 1.8.0_151 or later to use Context Service.
Create a Customer Organization and Enable Context Service
Your Cisco account partner can provide Context Service entitlement to your Cisco Webex Control Hub account.
This example shows how a partner adds a Context Service subscription to a customer organization. The example assumes that:
The partner is a full administrator or sales administrator and can add trials.
The Cisco Webex Control Hub account or the organization and accounts associated with the organization have been created.
Example: Add a Trial Service
Context Service is not tied to the trial services, and does not expire when the trial period is complete.
Click Start Trial on the Overview page. The Start New Trial window opens.
Enter details about the trial:
Customer Information: Enter the name of the customer company and an email for the administrator.
Trial Services: Select the trials to add to this customer. To enable Context, select Message.
Licenses Quantity: Specify the number of licenses required for this customer trial. This number is usually the number of users who use this
service. This option applies only to the Trial Services. Context Service is not bound by the number of licenses specified
here.
Trial duration Specify the duration the trial lasts before you must purchase the service. This option applies only to the Trial Services
and not Context Service.
Note
Context Service entitlement does not expire when the specified trial period ends. The organization can continue to use Context
Service beyond the date of the specified Trial Duration.
Note
You cannot change the customer name and administrator email after you create the trial. You can modify the other terms of
the trial as needed.
Make sure that the email you provide is not already associated with a Cisco Webex Control Hub account.
Scroll down to the Non Trial Services section and select Enable Context Service for Cisco Unified Contact Center.
Click Next.
A message is displayed that asks if you want to set up the services for the customer. Click No.
You now have provided Context Service entitlement to the organization. The customer now receives a welcome email at the specified
email address with the subject line Welcome to Cisco Spark Service.
The customer must click Get Started in the email and sign in to Cisco Webex Control Hub to begin their trial. The customer uses the credentials in the email to sign in and is prompted to create a password.
Your Cisco Context Service is ready. To use the service, connect to Cisco Contact Center with Context Service Enabled. See
Register Context Service for more information.
Component Configuration and Registration
Register and
Configure Context Service
Registering applications with Context Service is easy if your Cisco Webex Control Hub account has been entitled for Context
Service.
For Cisco Context Center on-premise applications, simply use the built-in registration process. A browser window displays
and prompts you to log in to Cisco Webex Control Hub. Log in and follow the on-screen instructions to authorize the application
to connect to Context Service.
Use the Context
Service Management gadget to register Unified CCX with the Context Service.
Before you begin
Ensure that your
web browser allows popups.
When your
organization is entitled for Cisco Context Service, you must have received an
email requesting a sign-in and a password change. Sign in using the
registration email, and change the password. Now your organization is entitled
to use Context Service.
If the browser
requires a proxy to connect to internet, configure the browser to use proxy.
See the browser documentation about configuring proxy.
Procedure
Step 1
Verify the
Context Service parameters as specified on the
System
Parameters Configuration Web Page. If Unified CCX server has to access
Context Service via HTTP proxy, configure the proxy parameters and select proxy
type as HTTP .
Step 2
If you are not
already signed in, sign in to the
Cisco
Finesse Administration console.
Step 3
To register Unified CCX with the Context Service, in the Context Service Management gadget, click Register. For more information about Context Service registration, see https://help.webex.com/community/context-service.
Note
If the Unified CCX FQDN is not added as an exception in the blocked popup window settings of the browser, the opened registration
and deregistration popup windows do not close automatically. You must manually close the popup windows.
Step 4
You are prompted to log in and enter your Cisco Webex Control Hub admin credentials to complete the registration.
Note
If you encounter any issues with the Context Service connectivity and would want to reregister or troubleshoot the issue,
click Deregister.
During the Registration process, at any time if you wish to cancel the registration, click Cancel. If registration fails or context service cannot be reached, you can reregister by clicking the Register button.
In case of Context Service failures, you will receive RTMT alerts.
Note
If using Firefox, enable the dom.allow_scripts_to_close_windows config to ensure that any additional tabs opened for context service registration close as expected. To do this:
Enter about:config in the Firefox browser.
Click I accept the risk.
Search for dom.allow_scripts_to_close_windows config.
Double click to change the value field to True.
Restart your browser.
What to do next
If context service
registration is done by enabling the proxy setting option, configure the
browser proxy with the URL specified in the Context Service Management gadget.
Context Service
Data Model, Fields, and Fieldsets
Context Service is a flexible and secure data store in the cloud that connects the customer journey across different media
channels. These media channels include voice, email, chat, mobile, and web. Information from different media channels often
exists across multiple applications without an effective way to bring it together. Context Service enables you to better understand
disparate data by creating a map of customer interactions. Context Service helps your agents follow the customer journey and
provide relevant and immediate assistance, enhancing both the customer and the agent experience. Context Service enables Cisco Contact Center customers to deliver a seamless omnichannel experience through an out-of-the-box integration with Cisco Customer Care products and with APIs for third-party integrations.
Context
Service Objects
Customer data—Describes who a specific customer is. For example, this includes information such as name, address, and phone number. The
customer object type provides a way of linking personally identifiable information (PII) with a customer ID.
Activity data—Describes a specific customer interaction. Activities are also known as PODs. Each activity reflects one step in the customer
journey as the customer seeks to fulfill a request. For example, an activity occurs when a customer interacts with your organization
by:
Browsing your organization's website.
Emailing your organization.
Calling your organization and using an IVR menu.
Chatting with an agent.
You can associate activities with a customer or a request.
Request data—Describes what the customer wants. Requests are also used to group activities together that are related to a specific customer
issue. For example:
A customer goes online to make a credit card payment. The customer runs into an issue making the payment online, and makes
a phone call instead. Attempting to make the payment online and making a phone call are two seperate activities. These two
activities belong to the same request, making a credit card payment.
You must associate each request with a customer.
Detail data—Provides additional information on another object type. For example:
Notes made by an agent during an activity.
Feedback from the customer about an activity.
You must associate each detail with a request or an activity.
Context
Service Fields and Fieldsets
Fields allow you to define the structure of the context data that is stored in Context Service objects. Fieldsets are logical
grouping of fields based on your business needs. For example, you can create a shopping basket fieldset with four fields:
Items in the cart.
Items in a wish list.
Total price.
Estimated shipping costs.
You can the Context Service fields and fieldsets to create a flexible data model. You can:
Use the Cisco base fields and fieldsets or create your own custom fields and fieldsets.
Add a field to multiple fieldsets.
Associate multiple fieldsets with a single Context Service object.
Associate the Cisco base fieldsets and your own custom fieldsets with the same Context Service object.
Add or remove fields from a fieldset without changing any of the objects that are associated with that fieldset.
Note
Each Context Service object must have at least one fieldset assigned to it.
For example, you could use different fields for an activity for incoming calls and an activity for Mobile App shopping:
Field
Type
Activity for Incoming Calls
Activity for Mobile App Shopping
Cisco base fields
Context_Notes
Context_POD_Activity_Link
Custom
fields
IVR Menu Selected
Caller Authenticated
Browsing Information
Cart Items
Each individual Context Service data object is limited to 256 KB.
Table 2. Context Service Object Properties
Object Property
Customer
Request
Activity
Detail
id: Unique object identifier.
✓
✓
✓
✓
parentId: Unique identifier representing a parent Context Object.
N/A
N/A
✓ Optional property that links the activity with a request.
✓ Required property that links the detail with either a request or an activity.
customerId: Unique identifier representing a customer.
N/A
✓ Required property that links the request with a customer.
✓ Optional property that links the activity with a customer.
N/A
created: Object creation time stamp.
✓
✓
✓
✓
lastUpdated: Time stamp of when the object was last modified.
Which Data Should Be Stored in Context Service Objects?
Context Service provides a way for you to collect siloed information and creates breadcrumbs that allow you to follow a customer
journey. You can design the data stored in the Context Service objects based on your business requirements and workflows.
Before you decide about what data to store, consider these questions:
Which kind
of data do you need to help you solve your specific use case?
Where is the
information you need currently stored?
Who needs
access the information to solve your specific use case?
Examine the
journey that your customer follows. This helps to not only answer these
questions, but also to find the best way of bringing the disparate pieces of
information together. For example, the customer starts on online on a website
and follows up with a phone call. Does your IVR or agent know about the
previous website visit? Can your IVR identify a repeat caller and offer
different options? Use these observations to identify application silos or
organizational silos in the user journey. Identify the gaps in the information
and build a Context Service data model to provide the breadcrumbs required to
fill the gaps. For example, an online retail organization who wants to see if
customers added items to their cart and did not buy them. The organization also
wants to offer alternate suggestions based on the product customers are looking
for. The object, an activity here, must have two fields. One that records the
items in the customer's cart and one that lists all the products browsed. The
data model design is also dynamic, that is, you can choose to add new fieldsets
any time. The online retail organization decides after few months, that survey
score information adds value. They can then add a survey score field to the
design, without impacting existing Context data.
Context Service Data
Privacy Model
Each field is
defined by a data type and a security classification.
Context Service
provides endpoint encryption so that sensitive data is not stored or
transported in plain text. When you define a field, you specify how the field
classifies data. You can classify data as:
Personally Identifiable Information (PII)—Information associated with an individual who contacts your support center. PII is stored and transported in an encrypted
format and requires a key to access the data. With endpoint encryption, PII can only be decrypted at the client.
Non-PII Encrypted—Information that is not associated with an individual, but is considered confidential. Encrypted data is stored and transported
in an encrypted format. Encrypted at endpoint, this data can only be decrypted at the client.
Unencrypted—Information that is not PII and is not confidential. Unencrypted data is stored as plain text, but transported over an encrypted
layer (HTTPS).
For example,
name, email, and phone-number are personally identifiable. Therefore, the
default fields that hold these types of data classified as PII, and are
endpoint encrypted. Rewards card balances may not be PII. You can store them as
Unencrypted. Non-PII Encrypted fields may be fields such as "Context Title",
the title of an activity.
Note
Context Service does not prevent you from entering PII or confidential information in unencrypted fields. Ensure that your
data is stored in the appropriate field with the correct classification.
You can also define additional boundaries for your data by using lab mode and production mode. For more information, see Context Service Modes.
Context Service Modes
You can set the mode when you create the Context Service client connection or register with Context Service. The two modes
are Lab and Production.
Lab mode: Use this mode to test, develop, and debug Context Service. Lab mode contains nonproduction data and allows you to delete
objects and flush all data. You can continue to test and develop in the Lab mode after you deploy a version to Production
mode. You cannot access data created in Production mode while in Lab mode.
Production mode: Use this mode when you deploy Context Service in your application. You cannot delete objects in this mode. Make sure you
test Context Service using the Lab mode before you deploy the service in your application. You cannot access data created
in Lab mode while in Production mode.
If multiple applications in your organization are using Context Service, make sure all the applications are using the same
mode. Data created in one mode cannot be accessed in another mode.
Note
Context Service creates strict security boundaries between data created in Production and Lab modes by using separate accounts
per workgroup per machine. This model enables you to isolate data between the two modes. When you register your application,
both modes are enabled on the registered machine with the same connection data.
Default Fields and
Fieldsets as Templates
Cisco provides a few base fields in base fieldsets as template. You can add more fields or fieldsets to a POD or Activity
via a Unified CCX script. The model is to create custom fields, add them to a fieldset, and set the fieldset on the POD or
Activity or Customer object. The table below reflects the cisco.ccx.pod, cisco.SocialMiner
.pod, and cisco.base.pod, which are template fieldsets from Cisco.
Fieldset
Field
Data Type
Description
cisco.ccx.pod
Agent_ID
string
Unified
CCX scripts use this for setting the ID of the agent to whom the call is routed
so that it could be used for making routing decisions.
cisco.ccx.pod
CCX_CSQ
string
Unified
CCX scripts use this for setting the CSQ where the call is sent to so that it
could be used for making routing decisions.
cisco.SocialMiner.pod
SM_SocialContact_Author
string
This is required for SocialMiner
to auto populate the information for integration.
cisco.SocialMiner.pod
SM_SocialContact_Subject
string
This is required for SocialMiner
to auto populate the information for integration.
cisco.SocialMiner.pod
SM_SocialContact_Description
string
This is required for SocialMiner
to auto populate the information for integration.
cisco.SocialMiner.pod
SM_SocialContact_RefURL
string
This is required for SocialMiner to auto populate the information for integration.
cisco.base.pod
Context_Notes
string
Finesse
Context Service gadget adds this fieldset if not found since it is needed for
the user interface.
cisco.base.pod
Context_POD_Source_Cust_Name
string
This is
hidden in the gadget. This helps to keep track of the source field if different
from the one associated with the customer object. This helps the gadget to
pre-fill the customer portion of the user interface for an unknown caller.
cisco.base.pod
Context_POD_Source_Email
string
This is
hidden in the gadget. This is a Tracking field for Auto Create. This helps the
gadget to pre-fill the customer portion of the user interface for an unknown
caller. This helps to keep track of the source field if different from the one
associated with the customer object.
cisco.base.pod
Context_POD_Source_Phone
string
This is
hidden in the gadget. This is a Tracking field for Auto Create. This helps the
gadget to pre-fill the customer portion of the user interface for an unknown
caller. This helps to keep track of the source field if different from the one
associated with the customer object.
cisco.base.pod
Context_POD_Activity_Link
string
Finesse
Context Service gadget adds this fieldset if not found since its needed for
user interface.
cisco.base.rating
cccRatingPoints
string
This field helps to capture the chat rating in an Activity (POD) in Context Service.
The customers can
be looked up based on the following fields in the
cisco.base.customer fieldset.
Fieldset
Field
Data
Type
Description
cisco.base.customer
Context_First_Name
string
First
name of the contact.
cisco.base.customer
Context_Last_Name
string
Last
name of the contact.
cisco.base.customer
Context_Street_Address_1
string
Street
address of the contact.
cisco.base.customer
Context_Street_Address_2
string
Street
address of the contact.
cisco.base.customer
Context_City
string
City
name of the contact.
cisco.base.customer
Context_State
string
State
name of the contact.
cisco.base.customer
Context_ZIP
string
Zip
details of the contact.
cisco.base.customer
Context_Country
string
Country
name of the contact.
cisco.base.customer
Context_Home_Phone
string
Home
phone number of the contact.
cisco.base.customer
Context_Mobile_Phone
string
Mobile
phone number of the contact.
cisco.base.customer
Context_Home_Email
string
Home
email address of the contact.
cisco.base.customer
Context_Work_Email
string
Work
email address of the contact.
cisco.base.customer
Context_Customer_External_ID
string
External
identification details of the contact.
Get Started with
Context Service
This section
describes the high-level tasks required to get started with Context Service.
These tasks are detailed in the following sections of the guide.
Ask your Cisco
Partner to create your organization account and enable Context Service.
Cisco Partner gets access to Cisco Spark Control Hub portal.
Partners enable Context Service for customers through the Cisco Spark Control Hub by starting a New Trial.
Context Service
Network Connectivity Requirements
Context Service is a cloud-based service and requires that call center components using Context Service to be able to connect
to the public Internet.
Context Service uses
port 443 (HTTPS).
The following URLs must be whitelisted in your firewall so that your contact center components can connect to, and receive
data from Context Service.
*.webex.com
*.wbx2.com
*.ciscoccservice.com
Note
Use wildcard URLs in your allowed list because Context Service is accessed through multiple subdomains. Context Service subdomain
names can dynamically change.
If you register Context Service by enabling the proxy setting option, configure the browser proxy with the URL specified in
the Context Service Management Gadget.
Solution
Serviceability
This section details
the various serviceability requirements that are available for this feature.
This involves the logs, alerts, and Context Service Status page that are
available for the Context Service feature that can be used for any
troubleshooting-related purposes.
Logs
The Cisco Unified CCX components such as Finesse, SocialMiner
, and Unified CCX monitor their individual connectivity with Context Service and log the statistics info for every component.
These logs are helpful for troubleshooting purposes. The logs of the following components can be located at:
Unified CCX
generates alert messages to notify the administrator when a predefined
condition is met. The system sends alerts as email or displays alerts as a
popup message on Real Time Monitoring Tool (RTMT). The following are some of
the scenarios when the system send alerts with preconfigured messages:
When an
activated service fails to start.
When the
connection with Context Service fails.
When the SocialMiner
fails to connect to Context Service.
When there is an
issue in the execution of the Context Service Steps.
Context Service
Status
The
Context
Service Status web page from the
Tools menu in the Cisco Unified CCX Serviceability
displays the status of Context Service for all the listed components of the
Unified CCX solution.
The Context Service parameters for all the components like, Finesse, SocialMiner, Unified CCX, and Fusion Management Connector (FMC) are displayed.
The following
parameters are displayed with their respective values for a particular
Component:Host Name.
Table 3. Context Service
Parameters
Parameter
Name
Description
State
The state
of the component is displayed. The state can be,
Registered or
Not
Registered or
Unknown or
Stopped for Context Service.
Status
The status
of the component is displayed. The status can be,
Online or
Offline or
Unknown or
No
Connectivity or
Ready to Register.
Mode
This
displays whether the component is connected to the Context Service in Lab mode
or in Production mode.
Note
This
parameter is not applicable for Fusion Management Connector.
Last Fetched
At
The time
stamp when the last connectivity status is identified.
Action
This
provides an option,
Initialize, to reinitialize the Context Service connector of
Unified CCX component that is in
Stopped state.
Static SDK
Version
The static
SDK library version used by the component to connect to the Context Service is
displayed.
Extension
SDK Version
The
dynamic SDK library version used by the component to connect to the Context
Service is displayed.
Proxy
This
displays the HTTP proxy configured in Unified CCX for the connectivity to
Context Service.
The possible
scenarios for the parameter values are:
When the state
of the component is
Registered the status can be
Online,
Offline, or
No
Connectivity.
When the state
of the component is
Not
Registered the status can be
Offline,
Ready
to Register, or
No
Connectivity.
When the state
of the component is
Unknown the status also is
Unknown.
Note
When the status is
Online it indicates that the connectivity of the
component with Context Service is successful.
When the status is
Offline it indicates that one or more critical
services of Context Service is not working or there is an issue with network
connectivity.
For troubleshooting
purpose, you may click
Export to download the data required for
troubleshooting that can be shared with Cisco Support.
Troubleshooting
Context Service Registration Process
This section lists the issues and the possible solutions during registration of the components with the Context Service Cloud.
Context Service
Registration Incomplete
When registering or de-registering Context Service with Finesse, the process stops responding and continues to display one of the following messages:
Registration is in progress
OR
Deregistration is in progress
These messages could occur for the following reasons:
The proxy is invalid or not reachable. Make sure that the proxy URL is correct and reachable from Finesse.
The browser pop-up is disabled. Ensure the browser pop-up is enabled.
The Context Service Cloud services may not be reachable. For more information, see the Fusion Management Connector (FMC) logs
located at: /opt/cisco/ccbu/logs/fusion-mgmt-connector directory.
Fusion Management Connector (FMC) is still in the loading state.
Unable to Onboard
Context Service
Unable to onboard
Context Service and the
Registration button is not available with the error
message.
"Unable to determine the
registration status of the system. Please refresh the page."
Restart the
Platform Tomcat (Fusion Management Connector web application), if the Platform
Tomcat is down.
Incorrect Email
Address or Password Error Message is Shown When Trying to Register Unified CCX
to Context Service
When you try to
register Unified CCX to Context Service with incorrect credentials, the
following error is shown.
You've entered an incorrect
email address or password.
Check to see if you have obtained the correct credentials for your organization and use those credentials to register Unified
CCX to Context Service.
Context Service
Registration Status Invalid
Registering Context Service with Finesse clients can fail with this error:
The Context service
registration status is invalid. Check the Settings and try
again.
This error could occur for the following reasons:
An invalid client setting update results in an invalid registration state. To ensure that the update keeps the connector in
registered state, perform the following:
Correct the client settings.
Save and refresh the page.
If the update is unsuccessful, try restarting the Cisco Tomcat service. If the issue still persists, re-register Context Service.
Connection
data is invalid. Restart Cisco Tomcat service. If that doesn't help, contact
Cisco Support.
Unable to
Determine Context Service Registration Status or Client Settings
Context Service Management displays the following error messages in Cisco Finesse Administration:
Unable to determine registration status from system
Error while retrieving Context Service client settings from Database
These errors occur when the Fusion Management web application, deployed on the Platform Tomcat is down, or the Cisco Tomcat
service is down in Cisco Finesse.
When this occurs:
Verify that the Cisco Tomcat service is up and running. The service may not respond with an XML in some error scenarios.
Restart Platform Tomcat and try again.
Check the logs under: /opt/cisco/ccbu/logs/fusion-mgmt-connector for more information.
Registration Is
Shown as Successful in Finesse Gadget, but RTMT Sends an Alert
Registration
Is Shown as Successful in Finesse Gadget, but RTMT Alert
"ContextServiceInitializationFailed" is Shown. Fusion Management Connector Logs
Show an Error "Attempt to Connect Failed. Context Service Steps Will
Fail"
Registration is shown as successful in the Finesse gadget, but the Real Time Monitoring Tool (RTMT) Alert ContextServiceInitializationFailed is shown. The Fusion Management Connector logs shows the error Attempt to connect failed. Context Service steps will fail.
RTMT Alert: Alert Name =
ContextServiceInitializationFailed. Alert Description = "Context Service failed
to initialize."
Sample MIVR Logs: 25179:
Jul 27 16:15:03.990 IST
%MIVR-CONTEXT_SERVICE-1-CONTEXT_SERVICE_INITIALIZATION_FAILED:Context Service
Initialization Failed:
Sample
ManagementConnector-fusion-mgmt-connector logs: Error on CREATE:
https://hercules-a.wbx2.com/v1/connectors Jul 28 2016 16:13:02.298 +0530:
CS_LOG [sdk_log_level=ERROR]: Error: try #1: Exception trying to
connect=com.sun.jersey.api.client.ClientHandlerException:
connect=com.sun.jersey.api.client.ClientHandlerException:
java.net.UnknownHostException: hercules-a.wbx2.com: Name or service no t known
Jul 28 2016 16:13:02.298 +0530: CS_LOG [sdk_log_level=ERROR]: Attempt to
connect failed: java.net.UnknownHostException: hercules-a.wbx2.com: Name or
service not known
Context Service
Registration is tried with the below scenarios:
Connectivity
to Context Service (CS) cloud is not available.
Proxy is used
to access Context Service cloud, but with one of the following issues:
An Invalid proxy is entered
The Correct proxy is configured, but proxy type is not selected as HTTP
Check if the network connectivity to the Context Service cloud is up. If the proxy is used to access Context Service cloud,
enter the valid proxy values and select HTTP as the Proxy Type. If the preceding does not resolve the issue, deregister and register again.
Context Service
Registration or Steps Fail with Timeout Error
Context Service
Registration (or) Steps fail with a Timeout Error. Sample error message in MIVR
logs:
Task:
123456789 failed with exceptionjava.util.concurrent.TimeoutException OR Task:
123456789 failed with exception com.cisco.thunderhead.errors.ApiException
Reason='Timeout Request'
If context Service is irresponsive to the requests sent by Unified CCX, then:
Update the Request Timeout parameter under the System Parameters tab in the appadmin for Context Service. or
Update the requestTimeoutMillis in contextserviceconfiguration REST API URI : http://<server>/adminapi/contextserviceconfiguration
Timeout = 2 * RequestTimeout (This will be retried once after 1 try)
Context Service
Registration Incomplete Due to Pop-Up Window
As part of Context Service registration process, a pop-up window is displayed for Cisco Spark login. After the registration
is complete, the popup window does not close automatically and the following error message is displayed:
Please wait while Finesse
completes the Context Service registration. CAUTION: Do not close this window,
otherwise the registration may fail. This window will close automatically when
the registration is complete.
When this error message occurs:
Check the registration status in the Finesse Administration page. If the registration is complete, the pop-up window closes
automatically.
Note
If you are using Firefox, enable the dom.allow_scripts_to_close_windows config to ensure that any additional tabs opened for context service registration close as expected.
Context Service
Registration Incomplete Due to Page Refresh
As part of Context
Service registration process, do not refresh the pop up page while the
registration or deregistration process is in progress. This may result in an
Undefined state for that respective component.
Hostname Cannot be Empty
Error Message is Seen in REST API
This error message
is seen in REST API (URL: http://<uccx-server>/adminapi/proxyconfig).
HostName cannot be empty as
it is currently being used by Context Service.
The hostname is
empty in the
proxyConfig and
proxyType is
HTTP in contextServiceConfiguration.
Do not set the
hostname as empty in the
proxyConfig if the
proxyType is selected as
HTTP in contextServiceConfiguration.
HTTP Proxy Related
Error Message Shown in AppAdmin Or in REST API.
Http proxy not set error message is shown in the AppAdmin Or the Http proxy is not configured error message is shown in REST API.
The GUI error is shown in the AppAdmin System Parameters page: Http proxy is not set. The REST API error is shown: HTTP proxy is not configured. (URL:http://<uccx-server>/adminapi/contextserviceconfiguration).
HTTP is selected
as the Proxy Type without entering HTTP proxy parameters. Enter HTTP proxy
parameters if HTTP is selected as the Proxy Type.
Troubleshooting Context Service Connectivity Process
This section describes the various connectivity related issues that are encountered and the troubleshooting that can be performed
for a possible solution.
Context Service
Connection Data Not Published
The connection data is published to Unified CCX Engine, SocialMiner, and Finesse in the following scenarios:
De-registering or cancelling Context Service.
Registering with Context Service.
Updating connection data when Context Services sends a notification.
This issue can occur when there is a change in the connection data in the cloud. Also, check for the following log statements
in the fusion-management-connector logs at /opt/cisco/ccbu/logs/fusion-mgmt-connector/:
Error occurred while fetching runtime connector information from DB
There are no runtime connectors registered in system currently
Exception ocurred while fetching connection data
Exception occurred while publishing connection data
If the issue
persists, contact Cisco Support.
Context Service
Initialization Fails for Unified CCX
Uniifed CCX Context Service Initialization fails and the Real Time Monitoring Tool (RTMT) alert ContextServiceInitializationFailed is shown with the following messages.
RTMT Alert: Alert Name =
ContextServiceInitializationFailed. Alert Description = "Context Service failed
to initialize."
When the error occurs, the Context Service step fails. Check the MIVR logs. The sample logs are:
Sample MIVR Logs: 25179:
Jul 27 16:15:03.990 IST
%MIVR-CONTEXT_SERVICE-1-CONTEXT_SERVICE_INITIALIZATION_FAILED:Context Service
Initialization Failed: Reason=TickleHandler.call() - Unexpected exception
occured while notifying Context Service registration status,Exception=ApiError
with errorType: unknownError, errorData: /discovery/apps/v1, errorMessage:
Connect to discovery.rciad.ciscoccservice.com:443
[discovery.rciad.ciscoccservice.com/10.232.38.58] failed: Connection refused
Context Service initialization in engine is tried with the following scenarios:
Connectivity to Context Service cloud is not available.
The proxy is used to access Context Service cloud, but with one of the following issues:
Invalid proxy is entered.
Correct proxy is configured, but the proxy type is not selected as HTTP.
Check if the
network connectivity to the Context Service cloud is up. If the proxy is used
to access Context Service cloud, enter the valid Proxy values and select HTTP
as the Proxy Type. If the above does not resolve the issue, Deregister and
Register again.
Enable Trace
Settings for Issues Related to Context Service
All logs related
to Context Service and Context Service Step Failures are in Debug Level.
Context Service SDK logs are captured in Unified CCX using LIB_TPL subfacility
of MIVR logging. STEP_CONTEXT_SERVICE, CONTEXT_SERVICE, and LIB_TPL are by
default Debug enabled for Context Service.
Enable the following logs for more information:
STEP_CONTEXT_SERVICE -
XDebug : For each Step's input level details.
CONTEXT_SERVICE - XDebug1 :
For each Step execution's begin and end status.
LIB_TPL - XDebug1 : For
enabling detailed Context Service SDK logging.
If your issue is
still unresolved, contact Cisco Support.
Periodic Logging
of Context Service SDK Connector Status
Context
Service status information is logged periodically into the respective log
files.
The periodic
interval is 30 minutes, and this is synchronized to the wall clock time. The
log should appear at 1100hrs, 1130hrs, 1200hrs and so on.
The status
message lists the overall status, services used by the connector, information
on whether it is reachable, latency and so on.
Fusion
Management Connector logs are located at
/opt/cisco/ccbu/logs/fusion-mgmt-connector
Finesse Auth logs are located at:
/opt/cisco/desktop/logs/finesse-auth.
SocialMiner logs are located at:
/opt/cisco/mmca/logs/runtime.
Unified CCX logs are logged in the MIVR logs.
Periodic Logging
of Context Service JMX Counters
The JMX
statistics information is logged into the logs located at
/opt/cisco/desktop/logs/finesse-auth directory" with the text
"CS_SDK_STATS_SUMMARY".
Note
This statistics
information is not logged into the Fusion Management Connector logs.
Troubleshooting Context Service Runtime Process
This section describes the runtime related issues that are encountered during the runtime connection with the Context Service
Cloud. The troubleshooting tips and the possible solution for each are presented.
Activity Not
Created for Incoming Chat/Email Contact in Agent Desktop
The agent is unable to see any activity in the Agent Desktop while on Chat or Email.
Finesse administration shows Context Service as registered, but the registration was not successful in SocialMiner
.
Verify if SocialMiner
was configured with Context Service from Unified CCX. If there is no configuration, then register Context Service again
from Unified CCX or Contact TAC.
Unable to Access
Customer Context Information
In the Cisco Finesse desktop gadget, there may be instances where the
customer's context information is not accessible and the following error
message is displayed:
Experiencing issues with accessing customer's context
information
This error message could occur due to the following reasons:
Invalid client settings. Check and correct the client settings.
Due to connectivity issues. Check if the Context Service connectivity is accessible from Cisco Finesse.
Cisco Finesse is not registered with Context Service. Check your Context Service registration. If Context Services is not
registered, try again
Logs for Successful Create POD (Activity) Step
Check for the below logs to track a successful Create POD (Activity) Step:
99056: Jul 27 12:55:47.760 IST %MIVR-CONTEXT_SERVICE-7-UNK:ContextServiceClientWrapper.createPOD()ThreadID:25269 Context Service
createPOD() started.systemInLabMode:false 99057: Jul 27 12:55:48.015 IST %MIVR-CONTEXT_SERVICE-7-UNK:ContextServiceClientWrapper.createPOD()
ThreadID:25269 Context Service createPOD() completed 99058: Jul 27 12:55:48.016 IST %MIVR-CONTEXT_SERVICE-7-UNK:Successfully
Created POD : POD [PODId=56aa0bb0-53cb-11e6-a01b-9f8b9c5b2fea, customerId:64913110-3de9-11e6-a364-4746c80d8064, #PODData=2,
CreateDate=null, LastModifiedDate=Wed Jul 27 12:55:47 IST 2016, MediaType=voice, Contributors=[F1-UCCX1(machine)],Tags=[Tag1,Tag2]]
LookupCustomer
Could Not Find the Customer Though the Customer was Created
Customer was
created in the Lab mode and the LookupCustomer is done in the Production mode
or conversely.
Do the
LookupCustomer in the same mode in which the customer was created or create the
customer in the mode in which LookupCustomer is done.
Context Service
Steps Fail with the Fieldset Error Message
The Context
Service steps fail with the following fieldset error message.
MIVR-STEP_CONTEXT_SERVICE-7-UNK:Exception Occured while Creating
POD : : Exception=ApiError with errorType:notFound, errorData: id,
errorMessage:Fieldset entry abc.xyz.123 not found.
The Dictionary
fieldsets are not used, as specified by the organization.
Update the Editor
Script with the correct fieldset names.
Context Service
Steps Failing with the Field Error Message
The Context
Service steps fail with the following field error message.
MIVR-STEP_CONTEXT_SERVICE-7-UNK:Exception Occured while Creating
POD : : Exception=ApiError with errorType: invalidData, errorData:
dataElements, errorMessage: Non-existing field specified in data elements
set.
The Dictionary
fields are either not used or incorrect, as specified by the organization. This
could be because the field is preceding or trailing a white space.
Update the Editor
Script with the correct field names.
Create POD Is
Successful but POD Data Not Displayed in Gadget
Create POD is successful, but the POD data not displayed in Gadget. This could be due to PODID not set in POD.ID ECC variable.
Set the PODID in the POD.ID ECC variable through the Set Enterprise CallInfo step in the Editor.
If your issue is
still unresolved, contact Cisco Support.
Context Service
Steps Failing with the ArrayIndexOutOfBound Exception
The Context
Service steps fail with the following ArrayIndexOutOfBound Exception.
LookupCustomers
step and RetrievePOD step will be successful for no customers found and no
activities retrieved respectively. The Success Exit state indicates the cloud
operation status.
Do a length check
for the result array of LookupCustomers step and RetrievePOD step before you do
any operations on the object. For example,
if(lookupResult.length>0) then do
GetCustomerInfo()
Deregister a
Component with Context Service
After registering
a server, you can deregister it if you decide to stop using Context Service
with that server.
Before you begin
Ensure that your
web browser allows popups.
Procedure
Step 1
Launch the Context Service Management page for the server.
Step 2
Click
Deregister.
Your browser
displays the Cisco Spark sign-in page.
Step 3
Sign in with your Cisco Webex Control Hub admin credentials and confirm the removal of your Hybrid Services cluster.
You are redirected to the application page for the completion of the deregistration process. The browser window closes automatically
after a successful deregistration. Avoid making any changes to the client settings until the deregistration is completed successfully.
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